Under the direction of the Emergency Communications Shift Supervisor, performs responsible work in the operation of all telecommunications equipment in the 9-1-1 Emergency Communications Center. Incumbent is responsible for evaluation of new employee performance and to make recommendations for remediation or discipline. Work involves the operation of a Computer Aided Dispatch System and how to render aid on the telephone in emergency situations. Work also involves responsibility for evaluating individual and shift performance through quality assurance techniques and maintaining records of all performance standards of employees assigned to the shift. Employee exercises independent judgment in accordance with established departmental rules and regulations. Work is reviewed through reports, conferences, and job results obtained. Performs duties of the Emergency Communications Shift Supervisor in their absence. Performs other work as requested.

ESSENTIAL WORK TASKS

Monitors, receives calls, and broadcasts on multiple radio frequencies; receives requests for emergency services by telephone or radio; determines nature of required assistance, location, and other pertinent information; dispatches required units according to standard operating procedures.
Provides supervisory guidance and assistance to subordinate personnel by assigning duty areas, reviewing written reports, and providing technical assistance.
Maintains personnel records, resolves employee complaints and grievances, and recommends disciplinary action when required.
Operates audio telecommunications and computer equipment with a high degree of accuracy; maintains applicable logs and forms.
Plans and conducts professional performance reviews and education for employees on the operation of all telecommunication equipment in the 9-1-1 Emergency Communication Center; participates in meetings, seminars, workshops, and training sessions to obtain information useful for the department; integrates information into training program.
Provides direct feedback to individual employees, supervisors, and administration on system quality and employee performance; makes recommendations for improvement.
Assists employees with completing complex job tasks by utilizing real and simulated incidents to build skills and confidence.
Observes and writes performance reports to evaluate employees' performance; documents all training and job performance during probationary period through the use of Daily Observation Reports (DOR), Tracking Charts, Written Unit Tests, Skill Tests, Incident Reports, Counseling Forms and Documentation of Instructions.

KNOWLEDGE, SKILLS, AND ABILITIES

Knowledge of the rules and regulations of the Federal Communications Commission, City of Baton Rouge/Parish of East Baton Rouge, and the Department of Emergency Medical Services.
Knowledge of computer aided dispatch as related to public safety and 9-1-1 systems.
Knowledge of the name and locations of the streets and principal buildings of the Parish and surrounding areas.
Knowledge of rules, regulations, and local traffic conditions in order to assist in the selection of the best route for emergency vehicles.
Knowledge of primary response responsibilities of all area emergency service provider agencies.
Knowledge of the principles involved in the operation of radio, telephone, and related communications equipment.
Skill in the operation of radio, telephone, computer terminal, and other office equipment.
Ability to explain emergency first aid procedures calmly and clearly.
Ability to speak clearly and concisely in a well-modulated voice using good diction.
Ability to understand and follow oral and written instructions.
Ability to think and act quickly, calmly, and accurately in emergency situations.
Ability to maintain required records and reports accurately.
Ability to train and provide instruction to personnel in a manner conducive to full performance and high morale.
Ability to elicit complete and accurate information from the general public when in a distressed or confused state.
Ability to apply good work habits such as punctuality, reliability, preciseness, and dependability in order to effectively complete assigned tasks and contribute to the smooth operation of the department and division.

MINIMUM REQUIREMENTS

EDUCATIONAL AND EXPERIENCE

High school diploma, GED, HiSET, or equivalent certificate of competency, and two years of experience in the operation of a Computer Aided Dispatch system in a 9-1-1 center.

SUBSTITUTIONS

Any equivalent combination of education and experience.

CERTIFICATIONS/LICENSES

Must be National Registry of Emergency Medical Technicians (EMT) Basic certified and certified by Louisiana Department of Health and Hospitals, Office of Public Health, Bureau of Emergency Medical Services as an Emergency Medical Technician-Basic or must possess and maintain a valid license to practice practical or registered nursing in the State of Louisiana.

OTHER JOB ASPECTS

None.

NOTE:

The work examples described in this specification are intended only as an illustration of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from job performance requirements if the work is similar, related, or a logical assignment to the job.

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